Gong supports two inContact platforms:
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inContact UserHub
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inContact Central
Follow the setup procedure below, according to the platform deployed:
inContact UserHub setup
Prerequisites:
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Admin user with credentials to https://auth.nice-incontact.com
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User must have a role with permissions enabled for access key management
If you are unsure of your Area Domain, contact your Technical Account Manager or Technical Account Management team.
Gong setup for inContact UserHub
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In Gong Settings, click Telephony systems.
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Click + Add Telephony System.
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Select inContact.
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At the foot of the pop-up, click UserHub platform connection.
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Enter the Access Key Id, Access Key Secret, and Area domain exactly as they appear in inContact.
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Click CONNECT. You are directed to OAuth in inContact.
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Give Gong access to inContact.
inContact Central setup
Create a new integration in inContact.
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In inContact, go to API Applications:
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Newer versions: ACD > ACD Configuration > API Applications
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Older versions: Admin > Account Settings > API Applications
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Create a new App integration.
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Relate the new App integration to either your InContact call script OR create a new script for your reps to use:
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API scope: AdminApi, AuthenticationApi, ReportingApi
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Authorized CallBack URL: https://app.gong.io/dialers/auth/callback
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Make sure that the Vendor Name and Application Name are exactly the same (including upper and lower case). Make a note of the Application Name.
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Enable stereo call recording to enhance speaker identification and audio quality:
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In NICE inContact Studio, locate all the [relevant] "log call" actions in your scripts. Make sure the file format for each script is set to Stereo Wav.
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